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Incident Details section

Use the following information as a guide when you add data to an incident.

Field Description
Title A short description summarizing the incident.
Description A description of the incident in more detail.
Incident ID The system-generated unique ID for this incident.
Status

Displays the status of the incident. These statuses are available in the out-of-box:

Categorize means the incident is being categorized.
Assign meas the incident is assigned.
Work In Progress means work is underway to resolve this incident.
Pending customer means awaiting action from the customer who reported the incident.
Pending Evidence means that you need evidence from the customer or vendor.
Pending Vendor/Supplier means awaiting action from a vendor/supplier.
Pending Parent Incident menas tThe incident has been linked to a parent incident and is waiting for the resolution of the parent incident. This status is automatically set when an incident is linked to a parent incident.
Pending Other means that you need something from an outside source other than customer or vendor.
Resolved means there is a resolution, but it has not yet been verified by the customer.
Suspended means the customer has agreed to suspend the incident for a period of time; the incident does not appear in your Inbox during this period.

 

 The current phase of this incident.
Primary Affected Service The service affected by the registered issue. Only services the service recipient has a subscription for can be selected.
Affected CI The configuration item (CI) the incident is registered for. Using Fill shows the CIs that are part the affected service. Other CIs can be entered manually.
CI is operational (no outage) If selected (set to true), indicates the item is currently operational and there is no outage.
Outage Start Time A date/time stamp for when the service outage started.
Outage End Time A date/time stamp for when the service outage ended.
Requested By The name of the operator who opens the incident.
Contact Person The contact person for this incident.
Location The service recipient's location
Major Incident When this option is selected, the incident requires the Major Incident Review process.
Escalated Select this option to mark the incident for escalation. When this option is selected, the Escalation Team section appears.
Incident Manager An incident manager need be specified when the Major Incident or Escalated option is selected.
Parent Incident This option indicates if the incident is a parent incident. You can link one or multiple child incidents to a parent incident if they are related in a certain way.
Link to Parent Incident The parent incident of the current incident. This field is unavailable when the Parent Incident option is selected.
Category

The out-of-box system has four incident categories: Incident, Complaint, Request for Administration, and Request for Information.

When you escalate an interaction into an incident, the new incident inherits the category from the interaction.
Subcategory The subcategory of the incident.
Area Depending on the selection of a category, a different list appears describing the area of concern for the incident.
Assignment Group The support group assigned to work on this incident.
Assignee The name of the person assigned to work on this incident. This person is a member of the assigned support group.
Impact The impact the incident has on the business. The impact and urgency are used to calculate the priority.
Urgency The urgency indicates how pressing the incident is for the organization.
Priority The order in which to address this incident in comparison to others.
Source The source of the incident.
Expected Solution Time The expected time when the incident is resolved.

Note: When you view an existing incident, shaded fields are not available for more input. Incident Management populates these fields from information stored in associated records. You can update the associated record to increase the amount of information in these read-only fields.

Related topics

Incident Management overview
Creating an incident
Activities section
SLT section